Notes

Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284



Cx is using the abusive language so after giving warning call disconnected.



issue : not connected
action : sms send
comm: na



issue : short call.. no response proper
action : na
comm: call drop by cx





issue : incomplete query // no response
action : na
comm: call drop by cx



issue : na
action : na
comm: lang. barrier //ask to cx drop mail [email protected]



issue : na
action : na
comm : cx didn't required callback.





issue : na
action : na
comm:As there is no response from cx side hence after giving warning call disconnected from this end.



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product related and price :
issue : cx want to know product and price related query
action : call connected
comm: info. shared to cx all related cx query





issue : cx want to know about the return policy //
action : na
comm: information shared to cx about terms and condition regarding 7 days return policy // cx agree.





issue : //cx ask about the originality of the product //
action : na
comm: info. shared to cx /// told to cx that assured products will be deliver to cx from assured sellers // cx agree

.................................................................................................................................................................................................................................................

order status :



issue : cx asked about the order status //
action : call connected
comm: info. shared to cx /dispatched date & DDR shared //dispatch sms send// cx agree





issue :cx want delivery before promise date //
action : Req. taken
comm: info. shared to cx ///assured to cx for fast delivery // dispatch date //DDR shared //dispatch sms send //cx agree





issue : cx asked about the order status //
action : compl. taken
comm: info. shared to cx ///order stuck at one location /complaint taken//TAT shared 24-+48 Hrs //dispatch sms send // apology done /cx agree



ISSUE - cx asked about delivery status
ACTION - complaint taken
COMM - DDR shared // order is late beyond promised date // apology done // tat shared asap // asked cx to wait //dispatch sms sent // cx agreed





issue : Cx wants to know ordr status //
action : call connected
comm: info. shared to cx //but ordr is pending for verification//info given plz attempt verification call with in 24 Hrs ///cx

...........................................................................................................................................................................................................................................

OFD :



ISSUE - cx asked about delivery status
action : call connected
COMM -// product is OFD // // asked cx to wait till 6 pm // info shared // cx agreed





ISSUE - cx asked about delivery status
action : call connected
COMM -// product is OFD // FE number sms sent // asked cx to wait till 6 pm // info shared // cx agreed





ISSUE - cx asked about delivery status
action : call connected
COMM -// product is OFD // address verified // asked cx to wait till 6 pm // info shared // cx agreed



.............................................................................................................................................................................................................................

UD marked :

Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //





ISSUE - cx ask about delivery details
COMM - UD mark Out of Delivery Area // // asked cx to coordinate with courier partner for self pickup // apology done // info shared // cx agreed
ACTION - complaint taken







.............................................................................................................................................................................................................................

Order deliver to wrong place (PDWP):



issue : cx didn't recvd but status show delivered //
action : call connected
comm: info. shared to cx //as payment mode is COD // apology done // suggest cx to place the fresh order.





issue : /PDWP case /
action : complaint taken/
comm: info. shared to cx //TAT shared /apology done/cx agree



...................................................................................................................................................................................................

issue : Empty parcel case //
action : complaint taken //
comm: info. shared top cx ///TAT shared 7 days // cx agree





issue :/item shipped together case//
action : complaint taken//
comm: info. shared to cx //TAT shared 24-48 Hrs // cx agree

........................................................................................................................................................................................................

return compl.



ISSUE - cx wants to return the order
COMM - apology done // tat shared 24-48 hrs for the pickup confirmation // info shared // cx agreed
ACTION - complaint taken





ISSUE - cx wants to return the order
COMM - apology done // tat shared 2-3 days for the pickup // info shared // cx agreed
ACTION - complaint taken





ISSUE -cx asked about pickup status
COMM - RL filled // tat shared 2-3 days // macro sent // apology done // info shared // cx agreed
ACTION - complaint taken





Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //





issue : APUC CASE
action : RL filled
comm: info. shared to cx // not updated // tat shared 72 Hrs
FE name :
FE number :
courier receipt shared :



Issue:- Manual return case
Action Mail mark
Communication:-Ask to cx send product manually





Issue :- cx asked about refund //replacement status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //



.....................................................................................................................................................................................

refund complaints :

issue : cx told payment deducted but order not confirmed //
action : call connected
comm: info. shared to cx // Refund Tat shared to cx // cx agree




issue : cx ask for refund status //
action : call connected
comm: info. shared to cx // refund initiated // reflected TAT shared // cx agree





issue : cx ask for refund status // refund not initiated //
action : complaint forwarded //
comm: info. shared to cx ///TAT shared 24-48 Hrs no// cx agree



issue : cx ask for refund status //
action : mail sent
comm: info. shared to cx /// told to cx to share bank statement// cx agree





issue :cx ask for refund status //NEFT details not present //
action : mail sent
comm: info. shared to cx //macro send and informed to cx to provide bank details//cx agree



............................................................................................................................................................................................

cancellation :



issue : cx want to cancel the order//
action: cancellation request taken //
comm: info. shared to cx // cx agree





issue : cx call to cancel the order // status marked shipped //
action : cancellation request taken//
comm: info. shared to cx //ask to refuse at doorstep if delivery attempt // cx agree





issue :cx want to know the reason of order cancellation //
action : call connected
comm: info shared to cx // request to cx to place a new order // cx agree


issue: cx want to return his prod.
action : mail mark //
comm: ask to share images/ info. shared to cx ///cx agree


.............................................................................................................................................................................

address :



issue : cx wants to change the delivery address //
action : changed the address
comm: info. shared to cx //so do as per cx VOC address changed //cx agree



issue : cx wants to change the delivery address //
action : den for address change
comm: info. shared to cx //so deny to cx as it is not in editable state // cx agree





..................................................................................................................................................................................

fake query :

issue : /cx informed about the fraud call and SMS regarding fake lucky draw contest //
action : mail sent
comm: information shared to cx and ask not to share any confidential details // cx agree









simple :



issue : cx want return
action : Cancellation in progress
comm: info. shared to cx // Cancellation in progress tat shared 24-48 hrs // after initiate refund reflected tat shared 5 WD //cx







issue : cx want refund status
action : call connected
comm: info. shared to cx // tat shared for updated 24-48 Hrs // after refund initiate reflect time shared 5 WD //cx







issue : pickup done //cx want refund
action : call connected
comm: info. shared to cx // warehouse tat shared 7-8 days // QC tat shared 24 Hrs //cx







issue : cx want to know refund status
action : na
comm: info. shared to cx // refund initiate already // reflected tat shared 5WD // cx agree





after prod. initiate tat shared to cx 4-7 Wd